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Authorized Push Payment (APP) fraud occurs when a scammer tricks a victim into willingly transferring money from their own bank account to one controlled by the fraudster. This type of fraud often involves social engineering tactics, such as impersonating a bank or other trusted organizations.

How does APP fraud happen?

APP fraud typically happens through methods like phishing  emails, phone calls or text messages where the scammer impersonates a legitimate organization. They may claim that there is an urgent issue with your account, asking you to transfer money to a “safe” account, which is actually controlled by the fraudster. 

What does Paysafe do to protect me from APP fraud?

• You might notice warnings appearing in the app when making certain payments. These are intended to alert you to potential scams.
• We frequently share updates on emerging scam trends through email and in-app messages to keep you informed about what to watch out for.
• We take our obligations for your account safety very seriously and will reach out if we detect any payments that seem suspicious or potentially linked to a scam.  

How can I protect myself from APP fraud?

To protect yourself from APP fraud, always verify the identity of the person or organization you are transferring money to. Be suspicious of unexpected payment requests, especially if they claim to be urgent. Use known contact details to confirm requests and avoid clicking on links or sharing personal information in response to unsolicited communications.

What should I do if a fall victim to APP fraud?

If you feel that you have been a victim of APP fraud, please reach out immediately to our customer service team by using the contact channel below. 

Am I entitled to a refund if I’ve been a victim of APP fraud?

You’ll be able to apply for reimbursement if the payment was made using Faster Payments Scheme and CHAPS in the United Kingdom and was sent to a relevant payment account in the UK.

Can Paysafe refuse to refund me for APP fraud?

Every claim will be assessed on a case-by-case basis using the evidence presented by you as well as that collected by Paysafe during the investigation period. Certain payments are also excluded:

• First party fraud
• Gross negligence
• International payments
• Scam payments using cheques and cash
• Payments made to an account you control, or payments that are not authorized by you (“unauthorized payments”).
• Civil disputes
• Payments sent or received by credit unions, municipal banks and national savings banks
• Claims made before October 7, 2024, or claims submitted more than 13 months after the final payment to the fraudulent party.

Please note that when considering whether you have acted negligently, we will take into account any vulnerabilities that may have impacted your decision making.

What can I do if Paysafe refuses to refund me for APP fraud?

If your claim has been rejected, you can challenge the decision through the official complaints process. If you are still dissatisfied, you are encouraged to escalate the complaint to the Financial Ombudsman Service, who will review the case and make an independent decision on whether you should receive compensation. 

What are the time limits for filing a claim with Paysafe?

The requirement applies only to payments made on or after October 7, 2024. You must raise the claim within 13 months of the final payment made to a fraudulent party as part of the scam. 

Is there a limit on the amount that Paysafe will refund?

There is a maximum claim limit of £85,000  and we are entitled to apply an excess of £100 to any claim, unless your customer status is flagged as being vulnerable under the regulatory definition of Customer Vulnerability in the UK.